Director, Customer Success Operations

This is a fully remote position, open to applicants in Texas.

📋 Description

• Take ownership of the design, development, and implementation of the Customer Success retention model.

• Establish and standardize metrics for customer health scoring, risk identification, and drivers of value sustainment.

• Enhance predictability of churn and renewal results through data analysis, insights, and disciplined processes.

• Create governance frameworks and operational rhythms linked to retention performance.

• Spearhead digital-first and scalable customer engagement strategies across high-touch, tech-touch, and digital segments.

• Design and execute automated customer journeys, campaigns, and lifecycle orchestration.

• Oversee the deployment and optimization of a new Customer Success Platform as the central operational system.

• Standardize playbooks, calls to action, health scoring, and workflows within Customer Success.

• Align data models between Salesforce and the Customer Success Platform with teams in Data, IT, and Sales Operations.

• Drive the roadmap for automation, AI-driven insights, and predictive analytics within the platform.

• Define and refine the Customer Success operating model and scalable processes.

• Manage enterprise-wide change initiatives and promote the adoption of new processes.

• Create executive dashboards and key performance indicators for customer health, retention, and operational success.

• Enhance accuracy in renewal forecasting and lead planning for capacity, coverage modeling, and cost-to-serve optimization.

• Provide insights that highlight trends, risks, and growth opportunities.

• Collaborate cross-functionally with Customer Success, Product, Sales, Support, Finance, and Enablement teams.

• Establish regular operating cadences, including business reviews, risk assessments, and executive reporting.

• Build and manage a high-performing Customer Success Operations team.

• Define roles in operations, analytics, systems, and program management.

• Cultivate talent and mentor leaders in operational excellence and data-driven execution.

⛳️ Requirements

• 8+ years of experience in Customer Success, Operations, Revenue Operations, or a related field.

• A minimum of 3 years in a leadership role.

• Demonstrated success in scaling operations within a SaaS or technology-driven environment.

• Strong analytical capabilities with a proven track record of converting data into actionable strategies.

• Extensive experience in driving cross-departmental initiatives and organizational change.

• Preferred hands-on experience with Customer Success Platforms and Salesforce ecosystems.

• Experience in developing retention models and predictive health scoring frameworks is a plus.

• A solid background in digital customer success and scalable engagement models is preferred.

• Experience leading transformation projects involving automation, AI, or shifts in operating models is advantageous.

🏝️ Benefits

• Comprehensive Insurance Coverage (including Medical, Dental, Vision, Pharmacy benefits, Life Insurance, and AD&D).

• Flexible Spending Accounts and Health Savings Accounts.

• Short-Term and Long-Term Disability coverage.

• Comprehensive 401(k) plan.

• Generous Parental Leave policy.

• Unrestricted paid time off, referred to as Discretionary Time Off (DTO).

• Wellness Program, including ClassPass & Employee Assistance Program.

• Tuition Reimbursement opportunities.

• Optional Benefits: Pet Insurance, Identity Theft Protection, Student Debt Repayment Program, and Prepaid Legal coverage.